A SLA with Ticket -> Status is new, open and Ticket -> Prio is High
Time to react: 4 hours.
Time to update: 8 hours.
Time to solve: N/A
Expected behavior:
The Agent replies to the ticket with a public visible note and the ticket will not escalate until the “update” SLA is reached.
Actual behavior:
The Agent replies with a note and the ticket escalates after 4 hours.
Only after an answer via Mail the SLA is achieved
Steps to reproduce the behavior:
Create a SLA with some reaction and update times.
Create a ticket and only create notes.
The ticket should escalate.
Is this behavior by design or should a note fulfill the reaction SLA?
I try my luck here again, the issue does not get any attention: Ticket escalated despite a response via note
Do you have this in one single SLA filter? My (wild) guess: As the status changes from new to open with the first reply the 4 hour reaction get triggered a second time…
They both work as expected but if we answer the customer with a public note, the reaction time is not fulfilled.
The only way to let the tickets won’t escalate is to answer with an email.
I just set up an test system with Zammad 2.1.x and set only one SLA
Ticket -> Status open
Time to react: 15 minutes
The note definitely do not count as an reaction. Unfortunatly I can not configure the mail on this system right now, but it will count as a reaction.